Onsite Support Engineer-OSS

Iron Systems, Inc; King's Lynn; On-site; GBP 42,000 - 64,000; Full time

Job summary

Iron Systems, Inc. seeks an OSS Engineer to deliver onsite End User Services and IT/OT support at client production sites. You will act as the local IT representative, supporting end-user devices, production workstations, IoT/OT equipment, and coordinating with infrastructure and automation teams.

Responsibilities include deskside support, device IMACD, asset management, incident response, and policy compliance. Some travel to nearby sites and on-call coverage may be required.

Qualifications

• 3–8 years of End User Support / OSS experience.
• Experience in manufacturing or industrial environments preferred.
• Valid driving license; travel to nearby sites may be required.

Responsibilities

• Act as the primary onsite IT contact for business users and production teams.
• Provide deskside support for Windows workstations, laptops, mobile devices, and tablets.
• IMACD of user devices and peripherals.
• Support Microsoft Office and standard corporate applications.
• Manage hardware lifecycle activities, asset tracking, and inventory management.
• Participate in major incident resolution and business continuity activities.
• Coordinate with Service Desk, Infrastructure, Workplace, Security, and Application teams.
• Support field services, vendor escorting, hardware installations, and cabling activities.
• Ensure compliance with Client IT policies and safety requirements.
• Provide first-line support for production-related workstations and manufacturing systems.
• Assist with OT/IT integration activities while escalating per procedures.
• Coordinate with OT, Automation, Network, Security, and Infrastructure teams.

Skills

Windows 10/11 Admin

Microsoft 365 Apps

Active Directory

Hardware & Asset Mgmt

Networking Fundamentals

Printing Technologies

ITSM Tools

Production OT Knowledge

Manufacturing IT Exposure

Incident/Problem/Change Mgmt

Tools

ServiceNow

Remedy

Job description

JD Summary

The OSS Engineer is responsible for delivering onsite End User Services (EUS), workplace support, and production-site IT/OT support services to ensure stable, secure, and uninterrupted business and manufacturing operations. The role acts as the local IT representative on Client site, providing hands-on support for end-user devices, production-related workstations, IoT/OT-connected equipment, and coordination with infrastructure, application, automation, and third-party vendor teams.

The OSS Engineer is responsible for delivering onsite End User Services (EUS), workplace support, and production-site IT/OT support services to ensure stable, secure, and uninterrupted business and manufacturing operations. The role acts as the local IT representative on Client site, providing hands-on support for end-user devices, production-related workstations, IoT/OT-connected equipment, and coordination with infrastructure, application, automation, and third-party vendor teams.

Key Responsibilities

OSS / Onsite Support Services:

• Act as the primary onsite IT contact for business users and production teams.
• Provide physical touch support for IT infrastructure and workplace technologies.
• Provide deskside support for Windows workstations, laptops, mobile devices, and tablets.
• Install, Move, Add, Change, and Decommission (IMACD) user devices and peripherals.
• Support Microsoft Office and standard corporate applications.
• Manage hardware lifecycle activities, asset tracking, and inventory management.
• Participate in major incident resolution and business continuity activities.
• Coordinate with Service Desk, Infrastructure, Workplace, Security, and Application teams.
• Support field services, vendor escorting, hardware installations, and cabling activities.
• Ensure compliance with Client IT policies, operational procedures, and safety requirements.

IT/OT & IoT Support:

• Provide first-line support for production-related workstations and manufacturing systems.
• Support local manufacturing applications, MES environments, and related interfaces.
• Assist automation vendors and third-party partners during production system maintenance and troubleshooting.
• Perform physical inspection and basic troubleshooting of IoT devices, sensors, cameras, gateways, and edge devices.
• Verify power, cabling, connectivity, and network availability of IoT-enabled equipment.
• Support approved device replacement activities and maintain asset records.
• Assist with OT/IT integration activities while adhering to defined escalation processes.
• Provide hands-and-feet support for production-critical systems and connected manufacturing environments.
• Coordinate with OT, Automation, Network, Security, and Infrastructure teams for issue resolution.

Vendor & Stakeholder Management:

• Coordinate with automation vendors, application vendors, network providers, and third-party support teams.
• Escort and supervise external vendors during onsite activities.
• Ensure proper documentation, communication, and closure of vendor-related incidents and service requests.
• Maintain effective collaboration with business users and production stakeholders.

Required Technical Skills:

• Windows 10/11 Administration
• Microsoft 365 Applications
• Active Directory & User Administration
• Hardware and Asset Management
• Networking Fundamentals (LAN, VLAN, TCP/IP, VPN)
• Printing Technologies
• ITSM Tools (ServiceNow, Remedy, etc.)
• Knowledge of Production Environments and OT Operations
• Manufacturing IT Environment Exposure
• Incident, Problem, and Change Management Processes

Soft Skills:

• Strong troubleshooting and analytical abilities
• Excellent customer service orientation
• Ability to work independently in remote site locations
• Effective communication and stakeholder management
• Vendor coordination and teamwork
• Capability to work in on-call and business-critical support environments

Experience:

• 3–8 years of End User Support / OSS experience.
• Experience supporting manufacturing, industrial, or mill environments preferred.
• Experience in EUS, onsite support, and IT/OT integrated environments is highly desirable.

A valid driving license should be considered mandatory. Several support locations may require travel to nearby sites as part of service delivery activities. Given the limited availability of public transportation in certain locations, the ability to travel independently will be essential for supporting operational requirements effectively.